High 5 Casino - Player's account has been closed and winnings confiscated.

Let me begin by saying I use several platforms to play on. In 2024 I joined high5 casino and tried to fund my account but was not able to. I contacted support and was notified that I had multiple accounts and it was a violation of there terms. I was told that the multiple accounts would be deleted and I would be allowed to keep one account which they the kept active and was verified. I attached email from 2024. So last week I had won 277 dollars and wanted to update my information to make redeeming faster. I added my ssi number to my account and my account was instantly restricted. I contacted support again to ask what was wrong and was told I was in violation of the multiple accounts rule and that they deleted my account and winnings. I think I should be reimbursed all the money that I deposited into the account since 2024. They should of not allowed me to keep an active account to fund from 2024 until present day just to delete it last week for the multiple account problem that was taken care of in 2024. I also have the email from last week but ran out of room to upload

Dear x7los7x,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with High 5 Casino .

Please allow me to ask you a few questions, so I can better understand the situation.

• Could you please forward the communication between you and the casino to my email at [email protected] instead of sending screenshots?
• Please forward your communication in which the casino allowed you to use the single account from 2024 and the communication in which the casino justifies the confiscation of your winnings from 2025.
• Have you confronted the casino with the fact they allowed you to use a single account? What response have you received?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Yes I showed them the emails from 2024. And was still told there decision is final.

Thank you very much, x7los7x, for providing the necessary information. I will now transfer your complaint to my colleague Adam ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello x7los7x,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite High 5 Casino to join the conversation and participate in the resolution of this complaint.

Dear High 5 Casino,

Can you please provide further details about the player's apparent use of multiple accounts?

Kind regards,

Adam

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear x7los7x,

I have since found additional contact details for the casino, so I would like to try and get a response one more time.

If there is still no reply, the complaint will be closed as previously mentioned.

Kind regards,

Adam

Dear x7los7x,

Just to update you, I have now made contact with the casino and I am waiting for further information from them.

Kind regards,

Adam

They probably won't respond and admit they are in the wrong. But this isn't about the 277 dollars. It's more about all the money I have put into the casino since the day they cleared up the multiple account situation. And I'm pursuing legal action since they are the ones who broke policy and didn't want to help resolve the situation.

Dear x7los7x,

I have received no further response from the casino, so I will reach out to the casino one last time in accordance with our complaint policies.

If I get a reply, I will update here immediately.

Kind regards,

Adam

Dear x7los7x,

Once more there has been no further response from the casino. I'm afraid there is not much that can be achieved without cooperation from its side.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

The casino does not list a specific process for registering a dispute, but it is stated in the terms and conditions that the Complaint Assistance Unit of the Division of Consumer Services of the California Department of Consumer Affairs may be contacted in writing at 1625 N. Market Blvd., Suite N-112, Sacramento, California 95834, or by telephone at 1 (800) 952-5210

I am sorry we could not be of more help on this occasion.

Best regards,

Adam